How Offshore Outsourcing impact Customer Satisfaction

How Offshore Outsourcing Affects Customer Satisfaction


An analysis was conducted by the National Quality Research Center at the University of Michigan on 150 companies and business units in North America between 1998 and 2006. NQRC created an index called the American Consumer Satisfaction Index, ACSI, which measured consumer satisfaction. The results of the survey showed that those companies carrying out offshoring recorded low scores on the ACSI regardless of the form of outsourcing practice. The drop varies depending on the company’s industry, but it can be as much as 1-5% in market capitalization, basing the statistics on historical data. Despite the demerits associated with offshoring, companies can make outsourced customer service more appealing to customers by mitigating the negatives.


Customer service outsourcing, otherwise known as offshoring, has been the new trend in human resource management among most companies in the United States. Despite its popularity, the press has highlighted the negative impacts this move has had on the satisfaction of customers whether done domestically or internationally. The press cites setbacks such as job export and language barriers brought about by offshoring. It aims at discouraging customers from associating with those companies practising outsourcing. However, companies tend to ignore these setbacks and pursue it anyway due to the benefit of reduced labour costs related to outsourcing (Krotz, 2013).

Don't use plagiarized sources. Get Your Custom Essay on
How Offshore Outsourcing impact Customer Satisfaction
Just from $9/Page
Order Essay

There are alternatives to offshoring that can be beneficial to a company, which can help it save money and still maintain its relationships with customers. For instance, the outsourced customer service provider can be equipped with all necessary information helpful to the customer, and have full authority to relay the information. However, the service provider may have limitations in attending to customers and resolving their complaints. It is the company’s responsibility to protect and safeguard customers’ confidential information, and it may not disclose their profiles and histories to the service provider. In addition, the provider may be restricted to issue credits to customers due to his or her limited authority. Therefore, companies should make informed decisions before engaging the provider due to sensitive issues such as financial control and information security. There is also the risk of jeopardizing customer relationships when the provider is involved.

Companies can also tap into the technological innovations provided by some providers as another way of mitigating the demerits of outsourcing. They can take advantage of this opportunity to improve customer service. The technologies, mostly provided by foreign providers, serve as a guide to customer service through recognition of consumer behavior patterns (Krotz, 2013).


The implication of outsourcing is that it helps companies save a lot of money in terms of labor costs despite the problems it causes such as language barriers and job export. In turn, they can invest the money to enhance the quality of services and products, or even reduce the prices instead of considering the saved money as extra profits. This can be another way of mitigating the damages of offshoring (Whitaker, Krishnan, and Fornell, 2012).

Offshoring has both merits and demerits in a company, and the demerits may outweigh the merits because it generates customer dissatisfaction in most cases. However, a company can invest the money saved to upgrade the business and improve on the quality of outsourced customer service. The company should also make wise decisions during outsourcing to determine if all its functions are suitable for offshoring. Those functions that do not concern direct interactions with customers like information technology may not be a preferred choice during outsourcing.

It is, therefore, conclusive to deduce that outsourcing customer service has negative effects on customer satisfaction and the overall image of the company. Nevertheless, a company can counter the negative effects by improving the quality of its services and products. This will shift the focus of the consumer from the provider to the excellent services provided by the company (Whitaker, Krishnan, and Fornell, 2012).


Krotz, J. (2013). Should You Outsource Your Customer Service? Retrieved from

Whitaker, J., Krishnan M., and Fornell, C. (2012). Customer Service; How Offshore Outsourcing Affects Customer Satisfaction. Wall Street Journal.



Get Professional Assignment Help Cheaply

Buy Custom Essay

Are you busy and do not have time to handle your assignment? Are you scared that your paper will not make the grade? Do you have responsibilities that may hinder you from turning in your assignment on time? Are you tired and can barely handle your assignment? Are your grades inconsistent?

Whichever your reason is, it is valid! You can get professional academic help from our service at affordable rates. We have a team of professional academic writers who can handle all your assignments.

Why Choose Our Academic Writing Service?

  • Plagiarism free papers
  • Timely delivery
  • Any deadline
  • Skilled, Experienced Native English Writers
  • Subject-relevant academic writer
  • Adherence to paper instructions
  • Ability to tackle bulk assignments
  • Reasonable prices
  • 24/7 Customer Support
  • Get superb grades consistently

Online Academic Help With Different Subjects


Students barely have time to read. We got you! Have your literature essay or book review written without having the hassle of reading the book. You can get your literature paper custom-written for you by our literature specialists.


Do you struggle with finance? No need to torture yourself if finance is not your cup of tea. You can order your finance paper from our academic writing service and get 100% original work from competent finance experts.

Computer science

Computer science is a tough subject. Fortunately, our computer science experts are up to the match. No need to stress and have sleepless nights. Our academic writers will tackle all your computer science assignments and deliver them on time. Let us handle all your python, java, ruby, JavaScript, php , C+ assignments!


While psychology may be an interesting subject, you may lack sufficient time to handle your assignments. Don’t despair; by using our academic writing service, you can be assured of perfect grades. Moreover, your grades will be consistent.


Engineering is quite a demanding subject. Students face a lot of pressure and barely have enough time to do what they love to do. Our academic writing service got you covered! Our engineering specialists follow the paper instructions and ensure timely delivery of the paper.


In the nursing course, you may have difficulties with literature reviews, annotated bibliographies, critical essays, and other assignments. Our nursing assignment writers will offer you professional nursing paper help at low prices.


Truth be told, sociology papers can be quite exhausting. Our academic writing service relieves you of fatigue, pressure, and stress. You can relax and have peace of mind as our academic writers handle your sociology assignment.


We take pride in having some of the best business writers in the industry. Our business writers have a lot of experience in the field. They are reliable, and you can be assured of a high-grade paper. They are able to handle business papers of any subject, length, deadline, and difficulty!


We boast of having some of the most experienced statistics experts in the industry. Our statistics experts have diverse skills, expertise, and knowledge to handle any kind of assignment. They have access to all kinds of software to get your assignment done.


Writing a law essay may prove to be an insurmountable obstacle, especially when you need to know the peculiarities of the legislative framework. Take advantage of our top-notch law specialists and get superb grades and 100% satisfaction.

What discipline/subjects do you deal in?

We have highlighted some of the most popular subjects we handle above. Those are just a tip of the iceberg. We deal in all academic disciplines since our writers are as diverse. They have been drawn from across all disciplines, and orders are assigned to those writers believed to be the best in the field. In a nutshell, there is no task we cannot handle; all you need to do is place your order with us. As long as your instructions are clear, just trust we shall deliver irrespective of the discipline.

Are your writers competent enough to handle my paper?

Our essay writers are graduates with bachelor's, masters, Ph.D., and doctorate degrees in various subjects. The minimum requirement to be an essay writer with our essay writing service is to have a college degree. All our academic writers have a minimum of two years of academic writing. We have a stringent recruitment process to ensure that we get only the most competent essay writers in the industry. We also ensure that the writers are handsomely compensated for their value. The majority of our writers are native English speakers. As such, the fluency of language and grammar is impeccable.

What if I don’t like the paper?

There is a very low likelihood that you won’t like the paper.

Reasons being:

  • When assigning your order, we match the paper’s discipline with the writer’s field/specialization. Since all our writers are graduates, we match the paper’s subject with the field the writer studied. For instance, if it’s a nursing paper, only a nursing graduate and writer will handle it. Furthermore, all our writers have academic writing experience and top-notch research skills.
  • We have a quality assurance that reviews the paper before it gets to you. As such, we ensure that you get a paper that meets the required standard and will most definitely make the grade.

In the event that you don’t like your paper:

  • The writer will revise the paper up to your pleasing. You have unlimited revisions. You simply need to highlight what specifically you don’t like about the paper, and the writer will make the amendments. The paper will be revised until you are satisfied. Revisions are free of charge
  • We will have a different writer write the paper from scratch.
  • Last resort, if the above does not work, we will refund your money.

Will the professor find out I didn’t write the paper myself?

Not at all. All papers are written from scratch. There is no way your tutor or instructor will realize that you did not write the paper yourself. In fact, we recommend using our assignment help services for consistent results.

What if the paper is plagiarized?

We check all papers for plagiarism before we submit them. We use powerful plagiarism checking software such as SafeAssign, LopesWrite, and Turnitin. We also upload the plagiarism report so that you can review it. We understand that plagiarism is academic suicide. We would not take the risk of submitting plagiarized work and jeopardize your academic journey. Furthermore, we do not sell or use prewritten papers, and each paper is written from scratch.

When will I get my paper?

You determine when you get the paper by setting the deadline when placing the order. All papers are delivered within the deadline. We are well aware that we operate in a time-sensitive industry. As such, we have laid out strategies to ensure that the client receives the paper on time and they never miss the deadline. We understand that papers that are submitted late have some points deducted. We do not want you to miss any points due to late submission. We work on beating deadlines by huge margins in order to ensure that you have ample time to review the paper before you submit it.

Will anyone find out that I used your services?

We have a privacy and confidentiality policy that guides our work. We NEVER share any customer information with third parties. Noone will ever know that you used our assignment help services. It’s only between you and us. We are bound by our policies to protect the customer’s identity and information. All your information, such as your names, phone number, email, order information, and so on, are protected. We have robust security systems that ensure that your data is protected. Hacking our systems is close to impossible, and it has never happened.

How our Assignment  Help Service Works

1.      Place an order

You fill all the paper instructions in the order form. Make sure you include all the helpful materials so that our academic writers can deliver the perfect paper. It will also help to eliminate unnecessary revisions.

2.      Pay for the order

Proceed to pay for the paper so that it can be assigned to one of our expert academic writers. The paper subject is matched with the writer’s area of specialization.

3.      Track the progress

You communicate with the writer and know about the progress of the paper. The client can ask the writer for drafts of the paper. The client can upload extra material and include additional instructions from the lecturer. Receive a paper.

4.      Download the paper

The paper is sent to your email and uploaded to your personal account. You also get a plagiarism report attached to your paper.

smile and order essaysmile and order essay PLACE THIS ORDER OR A SIMILAR ORDER WITH US TODAY AND GET A PERFECT SCORE!!!

order custom essay paper